Working Solutions
Working Solutions is a Plano, Texas-based BPO founded in 1996 that delivers on-demand customer experience outsourcing through a 150,000+ independent contractor network across the US, Canada, and Jamaica, serving enterprise clients across energy, financial services, healthcare, retail, telecom, and travel with AI + IA blended solutions.
- Company typePrivate
- Founded1996
- HeadquartersPlano, United States
- Headcount251–500
- GTM typeB2B
- OfferingServices
What Working Solutions does
Working Solutions is a Plano, Texas-based business process outsourcer (BPO) founded in 1996 by Kim Houlne that pioneered the on-demand virtual contact center model. The company operates a network of 150,000+ independent contractor agents across the United States, Canada, and Jamaica who are paid per 15-minute increment of productive time worked rather than for hours clocked. Agents serve enterprise and mid-market clients in energy/utilities, financial services, healthcare, retail/consumer, telecom/media, and travel/hospitality verticals, including named clients such as Peloton, Intuit, Zillow, American Express Travel, Southwest Airlines, and StubHub. The model delivers cost economics roughly 25% below brick-and-mortar call centers and supports 200-300% flex-up capacity during seasonal surges and crisis events.
Working Solutions sells a hybrid "AI + IA" (Artificial Intelligence + Intelligent Agents) CX platform that pairs AI automation for routine tasks with human agents for complex issues, claiming 3.7x better value than either approach alone. The proprietary technology stack comprises the Working Solutions University virtual classroom (with the SALT agent education program and 95% class satisfaction), Advanced CX Analytics embedded across recruiting, training, and operations, and cloud-based contact center infrastructure guaranteeing 99.99% uptime. AI capabilities are delivered through strategic partnerships with ThinScale (endpoint security), CallFinder (speech analytics and quality management), and Zoom AI Companion (real-time messaging and speech analytics), and the platform is HIPAA, PCI DSS Level 1, GDPR, and SOC 2 Type 2 compliant, enabling healthcare and financial services engagements.
Revenue is generated through usage-based BPO outsourcing (clients billed only for productive minutes), pay-as-you-go cadence, and CX consulting services with project-based or retainer pricing. The go-to-market relies on direct enterprise field sales and inside sales through the website, with approximately one-third of new business sourced from referrals and 10+ year client relationships common. Following a 2021 minority investment from Housatonic Partners, the company operates as a privately held, founder-influenced business led by CEO Kim Houlne, supported by a small internal corporate team of 251-500 employees overseeing a far larger distributed agent workforce.
Working Solutions firmographics
Firmographics- Name
- Working Solutions
- Legal name
- Working Solutions
- Website
- https://workingsolutions.com
- Company type
- Private
- Founded year
- 1996
- Operating status
- Operating
- Headcount range
- 251–500 employees
- Short description
- Working Solutions is a Plano, Texas-based BPO founded in 1996 that delivers on-demand customer experience outsourcing through a 150,000+ independent contractor network across the US, Canada, and Jamaica, serving enterprise clients across energy, financial services, healthcare, retail, telecom, and travel with AI + IA blended solutions.
- Ownership category
- akta.pro rank
Working Solutions industry classification
Industry- Product category
- Business Process Outsourcing
- NAICS
- Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Management Consulting Services (54161), Temporary Help Services (561320)
- SIC
- Services-Management Services (8741), Services-Help Supply Services (7363), Services-Management Consulting Services (8742)
- akta.pro primary industry
- Digital Process Automation (DPA) & Orchestration Suites (HDAEAHAF)
- akta.pro secondary industries
- Enterprise Work Management & Collaborative Workflow Platforms (HDAEAHAI), IT Service Desk & End-User Support (L1/L2) (BPAAACAA)
Keywords
Where Working Solutions is headquartered
LocationHeadquarters
- HQ city
- Plano
- HQ country
- United States
- HQ region
- North America
Offices2 records
Markets served
Working Solutions business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure
Revenue model
- BPO Customer Experience Outsourcing: Working Solutions provides on-demand business process outsourcing (BPO) for multichannel CX services including customer service, sales support, and business continuity. Clients are billed for productive time worked, tracked in 15-minute increments. The virtual business model delivers services that cost about a fourth less than regular call-center operations. Clients are only billed for actual time serving customers — not idle time, overtime, or breaks. The company handles the same volume as call centers with about 20%-25% fewer agents.
- CX Consulting Services: Consulting services offered to optimize CX operations, streamline agent recruiting, education and operations; initial consultation is free; implementation costs are dependent on project complexity
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Usage-based | Pay-as-you-go | Custom BPO outsourcing engagement — pricing based on client-specific requirements |
| Other | Monthly | CX consulting and agent education services — project-based or retainer |
Go-to-market motion2 records
Distribution channels4 records
Marketing channels10 records
Working Solutions product offering
Product offeringCore offering
Working Solutions is an on-demand business process outsourcer (BPO) providing multichannel customer experience (CX) services — including customer care, sales support, technical support, back-office support, CX consulting, and trust and safety — delivered through a virtual network of 150,000+ independent contractor agents across the United States and Canada. Services blend AI automation with intelligent agents (AI + IA) and are billed in 15-minute increments of productive agent time.
Product overview
Working Solutions is an on-demand business process outsourcer (BPO) providing multichannel customer experience (CX) services. Its portfolio consists of a core platform of six service lines — AI-Enabled CX Solutions, Advanced CX Analytics, CX Consulting Services, Customer Care Outsourcing, Sales Support Services, and Trust and Safety — supplemented by industry-specific solutions (Energy and Utility BPO, Financial Services BPO, Healthcare Customer Service BPO, Telecom and Media BPO, Retail and Consumer Services BPO, and Travel and Hospitality BPO) and four service delivery models (Contact Center Outsourcing, Dedicated Customer Service, Inbound Call Center, and On-Demand Contact Center Services). The company also operates an affiliate sub-brand, Worker Solutions. The AI-Enabled CX Solutions and Advanced CX Analytics form the intelligence layer, while Trust and Safety ensures security compliance; these integrate with the human-delivered Customer Care and Sales Support services across all industry verticals. A virtual network of 150,000+ independent-contractor agents across the US and Canada delivers all services onshore.
Differentiator
Problem solved
Functional benefit
Brands
- Working Solutions University: The company's virtual classroom and agent education platform that immerses customer-service contractors in clients' businesses through college-degreed educators.
- AI + IA
Products and services
- AI-Enabled CX Solutions Blends AI automation for routine tasks with intelligent agents (IA) for complex issue resolution; delivers 3.7x better value than relying on either approach alone and supports CX delivery for client programs across industries.
- Advanced CX Analytics Business-intelligence analytics platform embedded across recruiting, agent education, and contact-center operations to detect patterns, spot problems, and drive performance improvements; reduces recruitment time by more than 65% through data-driven screening.
- CX Consulting Services Consulting and agent-training services covering CX strategy, performance enhancement, leadership development, AI-powered immersive learning, and continuous learning culture; reduces training delivery times and costs by over 30%.
- Customer Care Outsourcing On-demand, multichannel customer service outsourcing for healthcare, retail, financial services, travel, energy, telecom, and other industries; combines virtual staffing, rapid deployment, and empathetic care.
- Sales Support Services Sales support services covering cross-selling, upselling, lead generation, and customer retention, with agents trained to act as brand advocates for the clients they serve.
- Trust and Safety Security services that protect customer data, communications, and online transactions, including fraud detection, disaster recovery, system redundancy, and HIPAA, GDPR, and PCI DSS compliance.
- Energy and Utility BPO 24/7 customer service, billing and collections, and sales support tailored for energy and utility companies, including business continuity during climate-related disruptions.
- Financial Services BPO Financial services outsourcing covering retail banking, insurance, investment offerings, and capital markets; includes acquisition and retention campaigns, billing and payment processing, and charge dispute resolution.
- Healthcare Customer Service BPO Healthcare contact center solutions including patient scheduling, claims and billing support, benefits verification, prescription assistance, and HIPAA-compliant member services for providers, payers, and healthcare brands.
- Telecom and Media BPO Telecom and media CX outsourcing with 24/7 access to agents, account activations, expert tech support, back-office operations, loyalty programs, and billing and collections.
- Retail and Consumer Services BPO Retail CX outsourcing covering 24/7 customer care, concierge services, expert upselling, seasonal events, warranty fulfillment, loyalty programs, and product recall support for connected cars, pet care, education tech, and consumer products.
- Travel and Hospitality BPO Travel and hospitality CX outsourcing including 24/7 reservations and booking management, concierge service, crisis workarounds, refund processing, loyalty programs, and cruise-ship ticketing for airlines, hotels, and travel platforms.
- Contact Center Outsourcing Strategic outsourcing of CX operations delivering agile and scalable solutions that adapt to evolving market demands and consumer expectations, with results delivered in weeks rather than months.
- Dedicated Customer Service Dedicated agent teams that become an extension of a client's brand, combining AI with intelligent agents to ensure every customer interaction reflects the client's values and service standards.
- Inbound Call Center 24/7 inbound call center solutions with professional call handling, multilingual support, outsourced technical support, and outbound capabilities for customer acquisition, telemarketing, care, and retention.
- On-Demand Contact Center Services Flexible, scalable customer service that adapts instantly to seasonal spikes, system outages, or regulatory changes, powered by a virtual network of 150,000+ agents providing real-time workforce deployment.
Quantifiable outcome
- 25% reduction in costs vs. brick-and-mortar call centers
- +20 more outcomes
Companies that use Working Solutions
Customer profileNamed customers24 records
Segments7 records
Ideal customer profiles6 records
Working Solutions technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration3 records
AI capability6 records
Feature7 records
Working Solutions partnerships and signals
Strategic signalPartnerships
Six partnerships are on record, tiered minor, core and supporting.
- Worker SolutionsminorWorker Solutions is a co-organizer of the OUTCOME2030 conference alongside Lafayette Square USA and Lafayette Square Technologies, taking place May 18-20, 2026 in Washington, DC. The conference examines how AI, private capital, and employee benefits can support Working-Class Americans and middle market businesses. Working Solutions is listed as one of three organizing entities.
- ThinScalecorePartnership with ThinScale, an endpoint security expert, to protect all customer experiences and remote agent workstations from cyberattacks. ThinScale's Remote Worker Technology ensures secure, hardened endpoint management for agents working from home, including comprehensive training on ethics and security protocols. This is a critical security partnership for the company's virtual workforce model.
- CallFindercoreCallFinder is a语音分析 and CX analytics platform used by Working Solutions to detect service patterns, spot likely scams, screen call patterns and voice variations, and fine-tune agent performance. AI-enabled applications allow CX operations to identify opportunities and troubleshoot problems in real time.
- Zoom (AI Companion)supportingIncorporates Zoom's AI Companion into client operations to boost agent productivity. The digital assistant generates customer messaging based on specific engagements and provides real-time speech analytics for voice communications. Applied selectively to enhance performance where clients have the greatest need.
- GenesyssupportingGenesys is cited alongside NPS and CSAT as a solid CX performance metric partner. The partnership involves using Genesys's platform and benchmarks to measure and validate CX performance for Working Solutions and its clients.
- Lafayette Square USA, Inc.minorCo-organizer of the OUTCOME2030 conference examining AI, private capital, and employee benefits for Working-Class communities. Lafayette Square's Goal2030 commitments include supporting 100,000 Working-Class jobs and investing 50% of capital in Working-Class communities by 2030.
Scale indicators26 records
Recent moves6 records
Expansion highlights6 records
Working Solutions competitors and assessment
Company assessmentDirect peers
- Liveops: Liveops is a direct virtual contact center BPO with a network of independent contractor agents serving enterprise clients in customer service, sales, and support. Like Working Solutions, Liveops pioneered the at-home agent model and serves regulated industries including healthcare and financial services with similar on-demand flex capacity.
- Arise Virtual Solutions: Arise is a direct peer running a virtual-first contact center platform powered by a network of work-at-home independent contractor agents. Arise serves similar verticals (telecom, retail, financial services) with a comparable on-demand staffing model and is one of Working Solutions' closest direct competitors in the US domestic onshore BPO market.
- Alorica: Alorica is a global BPO providing customer experience outsourcing with onshore, nearshore, and offshore delivery, serving verticals including financial services, healthcare, retail, and telecom. It directly competes with Working Solutions for enterprise CX contracts and offers similar AI-enabled omnichannel solutions.
Broad incumbents
- TTEC Holdings: TTEC (formerly TeleTech) is a large, publicly traded BPO with global delivery, providing customer experience and digital CX solutions across similar verticals. It is a broad incumbent offering AI-enabled customer service, sales support, and consulting at a larger scale and with broader geographic reach than Working Solutions.
- Concentrix: Concentrix is a large global BPO (~$6B revenue) offering customer experience, digital transformation, and industry-specific solutions across financial services, healthcare, retail, and technology. It competes with Working Solutions for Fortune 500 enterprise outsourcing contracts with a much larger global footprint.
- Foundever (formerly Sitel Group): Foundever is a major global BPO (post-Sitel-SYKES combination) providing customer experience, sales, and technical support with offshore and nearshore delivery. It directly competes with Working Solutions for enterprise CX engagements and offers AI-enabled CX, trust and safety, and consulting services.
- Teleperformance: Teleperformance is the world's largest BPO (~$8B+ revenue) with extensive offshore delivery and a broad portfolio of CX, digital, and back-office services. It competes with Working Solutions primarily in large multi-year enterprise contracts requiring global 24/7 multilingual coverage.
Others
- Five9: Five9 is a cloud contact center software platform providing CCaaS (contact center as a service) for enterprises. While it is a software vendor rather than a BPO, it is referenced as a partner/adjacent player in the CX stack that Working Solutions integrates with and competes against indirectly on AI-enabled customer service delivery.
- Genesys: Genesys is a CX platform vendor cited in Working Solutions' own materials as a performance metric partner. As a leader in CCaaS and customer journey orchestration, Genesys is an adjacent ecosystem player — its technology stack underpins some BPO operations and could represent either a partnership or competitive substitute for portions of the CX delivery value chain.
Emerging players
- Zendesk: Zendesk is a customer service and engagement platform increasingly adding AI agent capabilities that compete with parts of the BPO services stack. While traditionally a software vendor, Zendesk's AI agents and CX automation increasingly encroach on the human-agent services market that Working Solutions serves.
Market position
Strengths4 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
Working Solutions social profiles
Digital presenceWorking Solutions compliance and trust
Trust signalCompliance4 records
Working Solutions financial estimates
Financial estimateRevenue estimate
Valuation estimate
Working Solutions leadership team
Management profileNumber of profiles
Profiles13 records
Working Solutions funding detail
Funding detailFunding overview
Funding rounds1 record
Investors1 record
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Working Solutions M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Working Solutions
What does Working Solutions do?
Working Solutions is an on-demand business process outsourcer (BPO) providing multichannel customer experience (CX) services — including customer care, sales support, technical support, back-office support, CX consulting, and trust and safety — delivered through a virtual network of 150,000+ independent contractor agents across the United States and Canada. Services blend AI automation with intelligent agents (AI + IA) and are billed in 15-minute increments of productive agent time.
Is Working Solutions a public or private company?
Working Solutions is a private company. It is classified as private equity controlled and is currently operating.
When was Working Solutions founded?
Working Solutions was founded in 1996. It employs 251 to 500 people.
Where is Working Solutions based?
Working Solutions is headquartered in Plano, United States, in the North America region.
How does Working Solutions make money?
Two revenue lines are on record. BPO Customer Experience Outsourcing is the primary driver. The others are CX Consulting Services.
Who are Working Solutions's main competitors?
Direct peers on record are Liveops, Arise Virtual Solutions and Alorica. Broad incumbents are TTEC Holdings, Concentrix, Foundever (formerly Sitel Group) and Teleperformance. Others are Five9 and Genesys. Zendesk is listed as an emerging player.
Does Working Solutions have an API?
No public API is recorded for Working Solutions.
What industry is Working Solutions in?
Working Solutions's product category is Business Process Outsourcing. Its primary akta.pro industry code is HDAEAHAF, Digital Process Automation (DPA) & Orchestration Suites, with a secondary code of HDAEAHAI, Enterprise Work Management & Collaborative Workflow Platforms. Its NAICS code is 56142 and its SIC code is 8741.